Servicedesk Software - Helprace

There are many reasons why companies are turning to servicedesk software and ditching email

Servicedesk software is purpose built for both service agents and customers. While email is built primarily for one-to-one communication, servicedesk software is built with your agents and company in mind. Servicedesk software is built on workflow and case management principles, as well. Powerful integrations can also be added in order to improve workflow processes. Your customers see a transparent process and are kept informed of the status of their request.

Servicedesk software includes self-service

One of the most dramatic shifts in online customer service occurred in the past few years with proliferation of social media sites and web 2.0. Now, more than ever customers expect to manage their own online experience through servicedesk software. Not surprisingly, this has extended to customer service software as well. Over 75% of customers prefer self-service over company phone or email. It’s necessary for modern companies to embrace this method of service using servicedesk software.

Servicedesk software includes a knowledge base

Whether or not you keep company literature on the internet, your company database must be integrated through the servicedesk software and self-service portal for maximum usability. This way, articles can published alongside frequently asked questions, user guides or white papers. When you use servicedesk software, there is no limit to what your company can publish.